Energy Company Appoints Protiviti to Review their Retail Systems and Processes 


  Client Challenge  
Our client is an Australian energy company that is a vertically integrated business with large-scale generation capacity and a growing interstate retail business. The retail electricity market is a high turnover low margin business that requires operational efficiencies, client retention strategies and a robust load forecasting methodology. In addition, the retail electricity sector is heavily regulated and requires sophisticated data management resources.
As the retail customer base for this organisation grows, there is an increasing requirement by management to ensure that the systems and processes of the business are able to withstand increased volumes of new accounts, to ensure that the pricing of contestable customers met with the strategic objectives of the organisation and that the forecast load model was aligned with risk appetite.
​Protiviti undertook a review to provide transparency over a number of key areas within the retail business. Primarily the review focused on:
  1. The systems including the accuracy and reliability of meter data across load forecasting and retail pricing.
  2. The use of automated versus manual processing, the control framework, availability of documentation and process control effectiveness.
  3. Customer pricing and the methodologies in place to accurately measure the level of compensation returned to the business.
  4. The load forecasting model and its associated processes, inputs and outputs. The governance and control framework around the model and a benchmark analysis on the model methodology.

​As a result of this engagement, key issues were identified and improvements were recommended to strengthen the internal processes of the retail business. This included provided benchmark analysis on the methodologies employed to forecast the retail load and the appropriate components for retail margin price setting. Process maps on the internal systems and processes were compiled to provide an overview of the integration between different parts of the business and the volume of manual versus automatic processing.

How We Help Companies Succeed
Protiviti’s energy professionals have deep expertise in a diverse range of energy related fields in both the generation and retail sector. Together with our enterprise risk management consulting experience, we can bring together the right skills for our clients to provide insight into their strategic needs.

Heidi Forbes, Director
+61.2.8220.9534 •
  About Protiviti  

Protiviti ( is a global business consulting and internal audit firm composed of experts specialising in risk, advisory and transaction

The firm helps solve problems in finance and transactions, operations, technology, litigation, governance, risk, and compliance.

Protiviti’s highly trained, results-oriented professionals provide a unique perspective on a wide range of critical business issues for clients in the Americas, Asia-Pacific, Europe and the Middle East. Protiviti has more than 60 locations worldwide and is a wholly owned subsidiary of Robert Half International Inc. (NYSE symbol: RHI). Founded in 1948, Robert Half International is a member of the S&P 500 index.